Reviews (415)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants appreciate this app for its cost savings on shipping and product costs, and its efficient claims processing that often resolves within a week. It's noted for easy setup and seamless integration with Shopify, providing straightforward package protection and tracking. The app also offers excellent customer support with fast response times and helpful service agents, improving conversion rates and customer satisfaction, especially for high-ticket items by reducing shipping-related losses. It's highly valued for enhancing the customer service aspect of shipping and delivery.
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We are super thankful that Route has helped our business by approving claims from our customers. It has helped us out a ton. Getting set up was simple and the claim process was quick. Lukas has been available for all questions and walked me through the system step by step. Great product and great service.
Hi there,
This made our day! Thank you so much for your support—we’re thrilled to hear that you’re loving Route. If you have any suggestions or feedback in the future, we'd love to hear it.
Have a great day!
Skylar, Customer Success
The team at Route is crazzzzy good at what they do!! I've received the best customer service from any app/service I've ever used. It seems rare to get face to face customer service with online services – and that's exactly what Route offers! Everyone I've spoken to at Route have just been genuinely nice people. Hayes, Robert, and Carson have gone above and beyond to tailor Route to best fit the needs of my online business. Route has saved me time and money, and given my customer peace of mind when their packages go missing. It's a win win! I 100% recommend Route to other merchants! Thank you Route team!!!
Hi there,
Thank you for your review - we're so happy to hear this! We always strive to provide great customer service, and we're so glad that we have met this expectation. We value your partnership, and we're thrilled that you would recommend Route to other merchants!
Thank you for choosing Route, and have a great rest of your day!
Skylar, Customer Support
We have had Route for a few months now, but I wish we had it sooner for our shop! We had a VERY rude customer claiming she didn't receive a FedEx package. We looked at the tracking together and she even confirmed that the photo of the package was on her front porch. She took NO accountability for needing to file a claim on her own, but I was finally able to walk her through the Route process. Route approved her claim as "theft" and she was refunded. I then had some questions regarding our company reimbursement that were answered very clearly through the Route Merchant Support. As rude as the customer was and as much as I didn't want her to receive a refund, I do feel like both the customer and my company were able to have a good resolution, ALL BECAUSE OF ROUTE!
Hi there,
Wow, thank you for the review! We appreciate you partnering with Route to navigate customers’ post-purchase experience. We look forward to continuing the adventure with you.
Thanks, and have a great rest of your day!
Skylar, Customer Success
I accidentally messed up and deleted Route and was having a time trying to get it back on my store front.. Skylar saved the day Thank you for great customer support
Hi there,
Wow, thank you for the review! We love that Route’s been able to help support your business! If there's anything else we can do, please let us know.
Skylar, Customer Success
Route is awesome! We've been using it for years and both their product and support team have always been reliably great.
Hi there,
Thank you so much for your positive review! We're thrilled to hear about your great experience. If you ever need anything, feel free to reach out. We appreciate your support!
Skylar, Customer Success
Route offers a very simple and efficient way to create and process the claim.
Their customer service is very prompt and efficient. One can get ahold of an actual person to resolve an issue within reasonable time. Their website is clear and easy to nativegate. And the claim process time is very reasonable.
Hi there,
Thank you for your review! We love that Route’s been able to help support your business! If there's anything else we can do, please let us know.
Have a great rest of your day!
Skylar, Customer Success
Very poor response time to emails. Its been 24hrs and no response at all
Update
After many chats with Route - finally they resolved our issue. This should not be the case - there should be a timely response from Route support no matter what. Now I have the Customer success managers asking if support via Chat is better or email and to update review accordingly. My review still hands - increased it 2 stars but the response for my ticket took over a week which is ridiculous and not acceptable.
Hi there,
We appreciate your feedback and apologize for any inconvenience. Your experience is important to us, and we want to make things right. A member of our team will reach out to you directly to work on a solution.
Best,
Skylar, Customer Support
Route is an absolute pleasure to work with and I am happy to say all of our shipments are carbon neutral! Keep up the great service and thank you!
Hi there,
Thanks for this great review! We love that Route’s been able to help support your business! If there's anything else we can do, please let us know.
Have a great day!
Skylar, Customer Support
This is a great resource for any business to protect orders, give customers a sense of peace and assurance plus the support from the app is top notch. Definitely recommend.
Hi there,
This made our day! Thank you so much for your support—we’re thrilled to hear that you’re loving Route. If you have any suggestions or feedback in the future, we'd love to hear it.
Have a wonderful week!
Skylar, Customer Support
They promise fast replies and resolutions, but every time we need a reimbursed claim, I have to chase them down. Their customer service is bad, and they can take up to 4 days to reply, if they ever even reply at all
The people who got me onboarded and convinced with this are nowhere to be found, and their emails just bounce. Not happy with how difficult they make this app
Seems like they make it really hard for anyone to get their money back from claims
Hi there,
We’re disappointed to hear about your experience and offer our sincere apologies. Your feedback is greatly appreciated and will be used to continue to improve how we serve our customers. A member of our team will reach out shortly to find the best resolution for your issue.
Best,
Skylar, Customer Support